Customer Service Advocate

Job Details Job Location: Administrative Offices Seventh Street - Berkeley, CA 94710 Position Type: Full Time Salary Range: $22.00 - $22.00 Hourly LifeLong Medical Care is seeking a compassionate and organized Patient Services Advocate (PSA) to assist new and established patients in determining eligibility and enrolling patients in public and private healthcare assistance programs. Working as part of a team, the PSA plays a vital role in helping underserved populations access health services, including Medi-Cal, CalFresh, and Covered California. This position involves community outreach, patient navigation, and registrar duties, particularly focusing on underserved and vulnerable populations such as those experiencing homelessness. PSAs will conduct outreach and enrollment at shelters, encampments, and community events in Alameda and Contra Costa counties. Flexibility, adaptability, and a commitment to meeting patients where they are is essential to this role. This is a full time, grant funded, benefit eligible position in Berkeley. This position is represented by SEIU-UHW. Salaries and benefits are set by a collective bargaining agreement (CBA), and an employee in this position must remain a member in good standing of SEIU-UHW, as defined in the CBA. LifeLong Medical Care is a multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have over 15 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more. Benefits Compensation: $22/hour. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan. Responsibilities Interview and screen new and returning patients to determine eligibility for healthcare coverage and other assistance programs, including Medi-Cal, Covered California, CalFresh, HealthPac, and Contra Costa CARES. Assist patients in completing and submitting applications for public benefits and health insurance programs. Register new patients, schedule appointments, and provide information about LifeLong Medical Care's locations, services, and programs. Track and report data related to enrollment and outreach efforts. Schedule appointments for patients to meet with On-Site Eligibility Workers. Provide follow-up assistance to patients, including tracking outcomes and ensuring retention of benefits. Advocate for patients with county and state agencies, including assistance with appeals and addressing issues with eligibility. Conduct outreach to new Medi-Cal members assigned to LifeLong, assisting with registration and integration into care. Complete all required training and testing to become a Certified Enrollment Counselor. Participate in all enrollment-related meetings and trainings. Utilize Epic and other electronic systems to input patient data and research patient histories. Collaborate with community organizations and county offices to reach uninsured patients and assist them with insurance and benefits enrollment. Conduct outreach at community events to raise awareness of health and social services programs. Verify patient eligibility and notify patients of any changes in coverage or eligibility status. Coordinate with internal staff and partner organizations to resolve patient issues effectively. Perform other duties as assigned. Qualifications Commitment to the provision of primary care services for the underserved with demonstrated ability and sensitivity in working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic and cultural origins. Strong organizational, administrative, multi-tasking, prioritization and problem-solving skills. Ability to work effectively under pressure in a positive friendly manner and to be flexible and adaptive to change. Ability to effectively present information to others, including other employees, community partners and vendors. Ability to seek direction/approval on essential matters, yet work independently with little onsite supervision, using professional judgment and diplomacy. Work in a team-oriented environment with a number of professionals with different work styles and support needs. Excellent interpersonal, verbal, and written skills. Conduct oneself in internal and external settings in a way that reflects positively on LifeLong Medical Care as an organization of professional, confident and sensitive staff. Ability to see how one’s work intersects with that of other departments of LifeLong Medical Care and that of other partner organizations. Make appropriate use of knowledge/ expertise/ connections of other staff. Be creative and mature with a "can do", proactive attitude and an ability to continuously "scan" the environment, identifying and taking advantage of opportunities for improvement. Job Requirements High school diploma or GED. Minimum of two years of experience in social services or administrative roles in a clinical or social services setting. Strong commitment to serving underserved populations, with the ability to engage with individuals from diverse cultural, economic, and educational backgrounds. Excellent organizational, multi-tasking, and problem-solving skills. Strong verbal and written communication skills, including the ability to interact with elderly or disabled adults from varying cultural and ethnic backgrounds. Proficiency in Microsoft Office (Word, Excel, Outlook). Availability to work evenings and weekends as needed. Access to reliable transportation with current liability insurance. Job Preferences College degree in a related field. Experience working in a community health center. Knowledge of Medi-Cal, Medicare, and other low-income assistance programs. Experience with Epic electronic health records (EHR) and practice management systems. Bilingual in English/Spanish. Lived experience with homelessness, incarceration, foster care, mental health services, substance use services, or as a close family member of someone with these experiences. #J-18808-Ljbffr